At Laurier, we are a community. It’s what brings our students here and what keeps our people here.

As an educational institution, we inspire lives of leadership and purpose in our student community. As an employer, we seek, foster and value the same qualities of leadership and purpose in our employee community.

We currently have an opportunity to join the Laurier community as a User Services Supervisor.

Reporting to the Desk Services Manager, the incumbent performs tasks and provides oversight and supervisory functions for user services activities during a range of hours.

As supervisor, the incumbent coordinates responses to building and security related issues, supervises student employees, works to ensure service quality and consistency, provides direction to user services associates for library supervision issues, and addresses user problems and complaints.

The incumbent also provides user services, including front-line Library reference and circulation services, through daily, direct contact with students, faculty, staff, alumni, and the public. Reference services involve assisting, advising and training library users in the identification, evaluation and use of the many and varied services and resources required to meet their research needs. Circulation services involve charging, renewing, and discharging library materials, collecting fines, and updating patron records.

This is a full-time, recurring position with an annual layoff period typically in July and August every year.

The normal hours of work for this position during the fall and winter term are Wednesday, Thursday, Friday 10am – 6pm, Saturday and Sunday 5pm – 12am (September – April)

The normal hours of work during May and June are Wednesday, Thursday, Friday 12pm – 8pm, Saturday and Sunday 10:30am – 5:30pm. Summer hours may vary based on the operational needs of the library.

When the Monday-Friday evening incumbent is on vacation/leave with at least one months’ notice, the incumbent will normally be required to switch to evening hours to cover the evening incumbent’s absence for their expected days of work.

Accountabilities: Library Supervision

Library building and safety issues:

Acts as a supervisor at the Waterloo Campus Library, and on occasion may be asked to work at the Social Work Library in Kitchener.

Acts as a resource person for other library locations.

Enforces policies for maintaining a safe and welcoming environment in the Library

Handles general inquires relating to building and security while working.

Works closely with Special Constable Services to help ensure the safety of patrons, staff and collections, and ensures that proper security measures are followed.

Handles first-line building and security related issues and provides initial response to emergencies. Makes arrangements with other campus units, such as Special Constable Services, as needed to address issues appropriately.

Training and supervision:

May assist in hiring student assistants.

Partially trains and supervises up to 8 students.

Distributes work to and monitors work done by students

Coaches and directs student assistants in maintaining policies, procedures and standards of service

Works to ensure consistency in service quality, policy interpretation, training, and procedures for student assistants

Assisting with creation of guidelines and procedures for user services staff

Qualifications :

University degree.

Three to four years’ experience in a university library in a public service/reference position is required. Although the incumbent will have completed a university degree program, the depth and scope of specialized knowledge needed to perform the job competently also requires previous employment in an academic public service position and environment.

Strong public service interest and skills

Strong organizational skills

Ability and ongoing commitment to adapt and learn continuously

Excellent analytical and problem-solving skills

Superior communication and listening skills

Ability to be creative and take initiative in finding solutions to patron queries

Ability to interact diplomatically with the public, respect the privacy of library users and maintain confidentiality

Ability to handle pressure, stress and conflict in public service situations calmly, tactfully and with discretion

Ability to multitask and handle multiple tasks in a fast-paced environment

General understanding of reconciling cash flow

Understanding of and sensitivity to the service needs of Library users with diverse backgrounds, including an understanding of issues related to effective service provision for people with disabilities

Ability to set priorities and accomplish tasks effectively

Ability to work both independently and collaboratively as a team member

Ability to delegate appropriately

Demonstrated good judgment

Ability to recognize limits of knowledge, ask questions of and refer issues to senior colleagues

Accuracy and attention to detail

Above average computer skills including good knowledge of standard office software and strong Internet searching skills

This is a full-time, recurring position with an annual layoff period typically in July and August every year.

The normal hours of work for this position during the fall and winter term are Wednesday, Thursday, Friday 10am – 6pm, Saturday and Sunday 5pm – 12am (September – April)

The normal hours of work during May and June are Wednesday, Thursday, Friday 12pm – 8pm, Saturday and Sunday 10:30am – 5:30pm. Summer hours may vary based on the operational needs of the library.

Please Note :

This position is represented by the WLU Staff Association bargaining unit.

Please submit a cover letter and resume.

Wilfrid Laurier University endeavors to fill positions with qualified candidates who have a combination of education, experience, skills and abilities to successfully perform the duties of the position while demonstrating Laurier’s Employee Success Factors.

Diversity and creating a culture of inclusion is a key pillar of Wilfrid Laurier University’s Strategic Academic Plan and is one of Laurier’s core values. Laurier is committed to increasing the diversity of faculty and staff and welcomes applications from candidates who identify as Indigenous, racialized, having disabilities, and from persons of any sexual identities and gender identities. Indigenous candidates who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact the Office of Indigenous Initiatives at jbecker@wlu.ca. Candidates from other equity seeking groups who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact the Diversity and Equity Office at diversity@wlu.ca. We have strived to make our application process accessible however if you require any assistance applying for a position or would like this job posting in an alternative format, please contact Human Resources at 519-884-1970 ext.2007 or hr@wlu.ca.